Hammonds Furniture · 3 months ago
Live-Installation Care Advisor- FTC
Live Oak, AR
Contract
Onsite
New Grad, Entry Level
£27K/yr - £27K/yrHammonds Furniture has been transforming homes for over 90 years, focusing on creating tailored storage solutions. The Live-Installation Care Advisor plays a crucial role in ensuring smooth installations and customer satisfaction by managing the installation process and resolving any issues that arise.
FurnitureHome Improvement
Responsibilities
Take ownership of the customer journey from installer arrival on site through to job completion
Act as first-line support for all incoming customer calls, providing clear, empathetic, and professional responses
Manage live-installation issues: where installations fail, coordinate remedials, book follow-up visits, and ensure correct parts are ordered and delivered
Call all customers with failed installations from the previous day to advise on next steps and provide reassurance
Follow up on open cases without assigned actions, ensuring resolution steps are put in place, agreed, and communicated to the customer
Review and follow up on internal raised cases, keeping stakeholders informed and ensuring progress is made
Maintain accurate and detailed case notes, including applying correct reason codes for failures to enable effective reporting
Collaborate with installers, resource experts, and divisional managers to resolve live-installation issues quickly and effectively
Contribute to team performance by maintaining professionalism, accuracy, and high-quality service across every interaction
Qualification
Required
Experience in customer service or case management, ideally within installation, logistics, or field operations
A proactive approach to keeping installations on track and resolving issues quickly
Strong problem-solving skills and the ability to stay calm and professional under pressure
Excellent communication and listening skills, with a clear and empathetic style
Strong organisational skills and attention to details, ensuring remedials, parts, and updates are always accurate and on time
Reliability and consistency, setting a positive example through your commitment and ownership
A collaborative mindset, working closely with colleagues, installers, and managers to deliver successful outcomes
Resilience and adaptability in a fast-paced, reactive environment
A commitment to delivering outstanding customer service experiences and living our values: Be Real, Be Creative, Be Committed
Benefits
33 days of annual leave (including bank holidays)
Additional annual leave purchase scheme.
Contributory pension scheme.
Access to discounts through Perkbox.
Generous staff discount scheme.
A supportive and creative team environment where your contributions make an impact.
Company
Hammonds Furniture
Hammonds Furniture is a supplier of home, kitchen and office furniture.
Founded in 1926
501-1000 employees
Funding
Current Stage
Late StageRecent News
Retail Week
2025-10-10
Company data provided by crunchbase